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Sunday - May 23, 2010 |
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Monday - May 24, 2010 |
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Tuesday - May 25, 2010 |
10:00 AM - 11:15 AM  
Driving Claims Transformation through Technology Innovation
Claims management has increasingly become an area for strategic innovation, with insurers directing a significant amount of focus on claims-related business and technology initiatives. Hear the story of one carrier who embarked on a claims transformation initiative that resulted in its ability to gain market share and differentiate itself by improving customer service, total claims results, operational efficiency and staff retention.
10:00 AM - 11:15 AM 
Real World Solutions for Global Insurance Delivery
 Presenter(s): Eric Harders, Allstate Insurance Company
Insurance carriers are facing enormous pressure due to the current economic climate, increased levels of competition, and disruptive technologies combined with increased regulation. In addition, now more than ever, the business is demanding increased speed to market, reduced spending and improved risk management. Hear real world solutions on implementing a model for delivering a Global Integrated Enterprise Solution. This presentation will demonstrate a model for delivering globally, will provide techniques and hints for getting started and will share lessons learned.
10:00 AM - 11:15 AM 
Operation Paper Storm: True Enterprise ECM
Presenter(s): Steve Ropp, Kansas City Life Insurance
The technical aspects of ECM and work flow implementation project pale in comparison to the non-technical challenges, sound familiar? This case study will present techniques and strategies one life insurance company used to tackle cultural, change, and adaptation challenges that accompany ECM and work flow implementation projects.
10:00 AM - 11:15 AM
Trends in Claims Operations: Kicking It Up a Notch
Doing more with less is putting huge pressure on claims operations. Claims managers need new tools to meet their goals and objectives. This session will highlight technology developments that will allow claims managers to measure performance and track results. Business intelligence, data management, mobile solutions, predictive analytics, and management dashboards are all tools that can drive better results. Learn what leading claims organizations are doing with new technology in order to contribute to the success of their organizations.
10:00 AM - 11:15 AM 
Analyst Panel - The Time for Action in Insurance
Presenter(s): Kimberly Harris-Ferrante, Gartner Research; Matthew Josefowicz, Novarica, a Novantas company; Craig Weber, Celent, LLC
This panel will include analysts from leading firms speaking on the current conditions within the insurance industry and how future changes will affect competitiveness. Best practices on IT use, business transformation, and strategy evolution will be highlighted.
10:00 AM - 11:15 AM 
Policy System Replacement: Stories from the Trenches
Presenter(s): Lawrence Fortin, Millers Mutual Group; Alpa Patel, One Beacon Insurance; Stacey Cheese, Edgewater Technology Inc; Jeff Lopata, Preferred Mutual Insurance Company
Join us for a panel discussion where you will hear the firsthand experiences of insurance organizations who recently embarked upon or completed a policy system replacement project. Panelists will describe their experiences in key areas of the process, the pitfalls they encountered, and their personal best practices for navigating through to a successful implementation.
10:00 AM - 11:15 AM
Using Business Analytics to Improve Business Performance
Presenter(s): Mark Gorman, Mark B Gorman & Associated; Rachel Alt-Simmons, Travelers; Stuart Rose, SAS Institute Inc
In an increasingly competitive and challenging business environment insurers need to embrace holistic strategies that will increase their operational efficiencies while minimizing losses and maximizing profits. Find out what best practices and steps organizations need to take to create an effective business analytics organizational model by addressing the critical people skills, processes, tools and technologies essential to success
10:00 AM - 11:15 AM
The ACORD Network Effect
In this case study, a leading insurance carrier will discuss how it supports cross enterprise universal data exchange through adoption of ACORD standards. Learn where they are on their journey toward improved quality and transparency in communicating both internally and externally, in improving time to market and in reducing IT costs.
1:45 PM - 2:45 PM
The Big Ah-Ha! Lessons Learned from an IT Benchmarking Project
Presenter(s): Craig Weber, Celent, LLC; Jeff Goldberg, Celent
Most carriers have been watching their IT expenses diligently for decades. But major market and technology shifts are underway, which means that making incremental improvements year by year may actually represent poor performance. This session will explore results from Celent’s IT benchmarking efforts, with a focus on the surprises that IT executives find when they finally gain accurate insights about their performance.
1:45 PM - 2:45 PM 
Where Would Reinsurance Be Without Standards?
Aon Benfield is the world's leading reinsurance broker sending data electronically to its global reinsurance partners. But before there was Aon Benfield, there were two separate organizations. How difficult would it have been to bring two giant organizations together and how difficult would it be to transmit data electronically without ACORD standards? Explore this case study to see the benefits of ACORD standards.
1:45 PM - 2:45 PM
Modernization: Systems Consolidation is the Key
Presenter(s): Brendan Malley, Lincoln Financial Group
Consolidating your business on a modern platform can help your company support acquisitions, develop innovative products, improve service to customers and distribution channels, and transform business processes. In this session, learn about the systems consolidation approach that Lincoln Financial Group followed. Find out how this leading life insurer managed the consolidation of twelve administration systems into three strategic platforms and managed the migration of four imaging systems into one. If your roadmap includes a systems consolidation project, attend this session to gain perspective and guidance.
1:45 PM - 2:45 PM
Saving Keystrokes - Retail Agent to General Agent real-time e-submission
Presenter(s): Angelyn Treutel, Treutel and Associates; John Deibler, Scottsdale Insurance Company; Scott Montney, Cochrane & Company
The Joint Industry Initiative (AAMGA, ACORD, ACT, NAPSLO) has undertaken a “war on keystrokes” to eliminate the need for duplicate data entries through the use of standardized electronic interfaces. Learn about the Retail Agent to E&S Carrier partnership and the successes-to-date for interfaces, websites, and marketing. Join us for a demonstration of an award winning e-solution for communication between a retail agency and a general agency. This demonstration shows how data can be uploaded from any Retail Agency Management system to the carrier or MGA using ACORD XML standards. See first-hand the benefits that this technology provides; including reducing redundant data entry and saving keystrokes for both the retail and general agent.
1:45 PM - 2:45 PM
How One Large Insurer Automated Underwriting
Presenter(s): Bryan Bedford, York Fire & Casualty Insurance, a subsidiary of La Capitale; Katherine Evans, York Fire & Casualty Insurance Company, a subsidiary of La Capitale; Karen Furtado, Strategy Meets Action
One of the key challenges facing the insurance industry is managing the cost and time involved in the underwriting process. Through automation, consistency in pricing and risk selection can be achieved while decreasing policy processing times and improving overall customer service and satisfaction. This case study will present ways that insurance companies can automate underwriting, incorporate business rules, utilize predictive modeling in the underwriting process and enable agents to quote and bind in a single session.
1:45 PM - 2:45 PM
Enterprise Risk Management Through the Lens of the Strategic Plan
Presenter(s): Gail Halterman, ESSENCE Healthcare; Tim Lauer, Robert E Nolan Company
Enterprise risk management (ERM) is on the agenda of every management team today. Learn how one insurance company is improving results through a risk-centric approach to strategic planning.
1:45 PM - 2:45 PM
Using BPM to Improve Your Customer Claims Experience
First Notice of Loss is an important point of contact with the customer. Learn how one insurance company used intent led BPM to renew their FNOL contact centers. The integrated BPM tool allowed this company to craft an experience that produced results for the customers more quickly and with higher quality while at the same time lowering costs and improving CSR skills. The resulting system was intuitive and easy to learn; significantly reducing training time.
1:45 PM - 2:45 PM
Efficiencies in Desktop Environment Management to Meet the Challenge of an Increasingly Demanding Workforce
Presenter(s): Elio Benincasa, John Hancock Life Insurance
Over the last few years desktop virtualization has matured allowing IT groups to provide more stable and reliable infrastructure for the delivery of applications to the business. This session will highlight the Virtual Desktop infrastructure approach implemented at one carrier; addressing challenges encountered, benefits realized and future possibilities.
3:00 PM - 4:00 PM
The Cloud's Real Silver Lining: SaaS for Policy, Billing and Claims
Presenter(s): Chad Hersh, Novarica; Mike Anselmo, Narragansett Bay Insurance Company
Is Cloud Computing a viable solution to meeting service level agreements, reducing total cost of ownership and providing modern tools and solutions that adapt to business change with ease? Conventional wisdom has been that core insurance systems are too customized and too complex for Software as a Solution; but is that judgment based on fact or uncontested assumptions? Find out what attracted one insurance carrier to focus on the cloud imperative and SaaS for their policy, billing and claims systems. Learn how they are utilizing these innovations to achieve speed to market with lower risks than traditional models and a variable cost structure that reduces their total cost of ownership.
3:00 PM - 4:00 PM
2010 Global State of Information Security, Implications for Insurers
Presenter(s): Joseph Nocera, PriceWaterhouseCoopers
Insurers today are under ever-increasing pressure to meet regulatory requirements, maintain strong operational performance, and increase shareholder value. In this ever more complex environment, companies can no longer afford ad-hoc security measures. Protecting intellectual property, sensitive customer information, and other business-critical information requires a comprehensive security strategy that closely aligns with business objectives. In addition, new technologies such as Virtualization, Social Networking and Cloud Computing have changed the security threat landscape. How are organizations responding to these dramatic changes? To find out, PriceWaterhoursCcoopers surveyed top executives responsible for IT and security investments. This presentation will summarize the key findings and industry specific trends for Information Risk Management, Security and Data Protection.
3:00 PM - 4:00 PM
Customer Relationship Management: The key to Supporting a Collaborative, Customer-centric Model
Join industry experts to find out what challenges affect today’s insurance companies -- and how CRM technology can help companies like yours address them. You’ll learn how CRM can help improve processes across your entire value chain - including customers, distributors, and workers by transforming customer data into collaborative knowledge.
3:00 PM - 4:00 PM 
Driving Dynamic Distribution Strategies: Adjust, Expand and Grow Your Business.
Presenter(s): Karen Furtado, Strategy Meets Action; Mark Breading, Strategy & Marketing, LLC
As the industry recovers and insurers begin to shift their focus from ease of doing business and cost containment to growth strategies; distribution plans and roadmaps are front and center. Over the past five years, insurers have invested heavily on agent portals, agent-carrier connectivity with real-time and download, and policy admin replacements, all to facilitate ease of doing business, straight through processing and automating underwriting. Today, the competitive landscape is changing. Agents and customers continue to demand more. Web 2.0 is introducing innovative ways to connect and the need for clear and focused distribution strategies are required. Participate in this session to understand the next generation of distribution capabilities with the goal of creating a dynamic strategy to support business growth.
3:00 PM - 4:00 PM
How to Maximize Your ROI from Business Process Automation
In this session, attendees will see how business process automation and front-end capture solutions dramatically reduced processing times, enabled better use of skilled staff, facilitated compliance and improved bottom line profitability at leading medical and P&C companies.
3:00 PM - 4:00 PM
Understand Benefits of having an Enteprise Portal
Presenter(s): Shaun Dooley, AXA Equitable Life Insurance Company
Are your internet applications spread across multiple technologies and platforms? Do your websites support a consistent marketing strategy and brand? Hear how one carrier consolidated four major websites into a common unified portal and improved both internal and external stakeholder experience. The end result provided a consistent user experience and alignment to the carrier’s brand while providing a single point of entry to the company for all constituents.
3:00 PM - 4:00 PM
Using Web Services and ACORD XML to Produce Multi-Channel Customer Communications
Presenter(s): Brice Garcia, Unitrin Services Group; Greg Jackson, Unitrin Services Group
Learn how one insurer’s P&C group was able to achieve significant savings and process efficiencies by updating its legacy policy production solution. Discover how this insurer implemented a new customer communication solution that supported multi-channel output – including ACORD XML messaging – and integrated with its new policy administration system, resulting in greater flexibility and agility.
3:00 PM - 4:00 PM
Agile Development for Rapid Results
Presenter(s): Jeff Gallimore, Zurich NA; Said Taiym, Zurich NA
In this case study, hear how one insurer used an agile BPM solution to deliver new and revised processes in less than 90 days. Utilizing a Lean initiative to promote process improvements across the organization and an Agile development model that focused on direct collaboration with the business units, the insurer reduced policy issuance from an average of 2 weeks to 2 hours.
4:15 PM - 5:00 PM
Platinum Session - The Decade of Smart: What it takes to build a Smarter Insurance Company
Presenter(s): Kathy Hutson, IBM Global Insurance
We’ve only just begun to uncover what is possible on a smarter planet. In response to the challenging marketplace and the evolution of the sophisticated consumer, there is no better time to start building a smarter insurance company. To be successful, insurers need to act now to innovate their business models through streamlined operations, deliver on brand promises through informed interactions and improve their market response through enterprise resilience. Success requires people, process and technology improvements that include new and more effective ways of doing business.
How will you become a smarter insurer? If nothing else, you will need a road map for progress. Kathy will cover various improvement paths that are needed including cleaning up operations, maximizing information, collaborating more effectively, establishing an organization that is more responsive, citing examples in, and out side the industry, of those who are executing today.
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Wednesday - May 26, 2010 |
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8:00 AM - 9:15 AM
Executive’s Perspective on Human Capital
Your investment in human capital -- focusing on the human side of the managerial equation – can improve IT's effectiveness. In today’s competitive market, the team you assemble has to go beyond managing information and delivering technology. IT leaders also must be adept at influence management, relationship building and negotiation to ensure that IT works effectively with its business partners throughout the organization. Whether you are in a management position and want to learn from your peers about how to manage and develop talent or whether you aspire to get there and want to learn what steps to take, this general session is for you.
9:45 AM - 11:00 AM
Leveraging Technology to Advance Product Development
Presenter(s): Andrew Hajducek, New York Life Insurance Company
Looking for a solution to improving the product development and enhancement process? New York Life has found an answer. As a top life and annuity provider, New York Life uses leading technology tools to advance the new product development process; while maintaining mathematic precision across multiple platforms and controlling costs. In this session, listen as the nation’s largest mutual insurer shares its perspective on the opportunities, challenges and critical success factors driving its product development and launch strategies.
9:45 AM - 11:00 AM
Why Your CIO (Secretly?) Wants to Replace Your Core Systems--And Why You Should Let Him/Her!
Presenter(s): Chad Hersh, Novarica; Paul Ayoub, Employers Insurance Company; Paul Vancheri, Fidelity Investments Life Insurance Company; Keith Sievers, Unitrin Services Group
CIOs are seeing the critical need to replace aging policy administration systems (along with billing and claims in many cases), but often the business has a difficult time justifying the cost. Hear from a leading analyst and several forward-thinking insurers on the real value of replacing these systems from both the IT and business perspective.
9:45 AM - 11:00 AM
The Vision Continues …. Transforming Claims Self-Service
Presenter(s): Yolander Burkes, Esurance; Bryan Morrison, Esurance
Esurance is focusing on providing its tech-savvy customers with a unique, robust self-service claim reporting experience. Their objective … provide customers with an online self-service claims experience that would transcend the industry’s typical online claims experience embedded with static forms, rekeying and manual effort, and minimal services. In their innovative claims service , they provide a unique, industry-leading online claim reporting experience that moves far beyond data capture to provide unique customer experiences with real-time triaging, appointment scheduling and more.
9:45 AM - 11:00 AM
Disruption and Opportunity: Preparing for Insurance 2015 and Beyond
Presenter(s): Kimberly Harris-Ferrante, Gartner Research
The insurance industry of 2015 and beyond will be drastically different from that of the past. The key to survival is evolution, including business model transition, the use of emerging technologies, better alignment with consumers, and improved data use. This presentation will identify major shifts expected in the 5 year horizon and identify key actions needed for survival.
9:45 AM - 11:00 AM
Customer Benefit through Quality & Technical Innovation
Presenter(s): Michelle Baker, NCCI Inc; Mark Johnson, NCCI Inc; Stephen Goldin, NCCI Inc
Using the framework of project management and adoption of ACORD standards, the National Council on Compensation Insurance (NCCI) will share their lessons learned on driving technology solutions. Participants of this session will learn about: Balancing the regulatory environment with technology; Changing business and customer culture; and Delivering agile, sophisticated systems integration.
9:45 AM - 11:00 AM
14 Days to 14 minutes - Utilizing BPM and Automation to Enhance the Agent Experience
Presenter(s): Paul Burger, Farmers Insurance Group
Learn how one insurance company increased their market share in small commercial insurance through improved business processes and automation. Most critical – they reduced the time required to get a quote in a customer’s hands from 14 days to 14 minutes.
9:45 AM - 11:00 AM
Reinventing New Business Processing and Underwriting Through Technology
Presenter(s): Alan Bett, Manulife Financial
A major life insurance carrier has reinvented their new business process and underwriting area with the targeted introduction of web based technology specifically focused on business acquisition, requirements management, underwriting decisions, work flow and advisor communications precision. See how they will achieve significantly reduced cycle times and unit costs, more consistent underwriting decisions and productivity, improved broker satisfaction, and real time business intelligence into new business operations
9:45 AM - 11:00 AM
Pursuing STP through Transactional and Standard Models - The Airport Metaphor
Presenter(s): Andrew Falvey, MetLife
In this session, a leading life and annuity carrier will discuss the transformation of their new business process by implementing an end-to-end solution. Hear about the efficiencies gained by the straight through processing of data from the point of sale to the back office and the integration of data feeds to CRM systems
2:15 PM - 3:15 PM 
Managing the Virtual Worker
Presenter(s): Ernie Brescia, LIMRA
As the use of remote staff members is growing, managers need to lead their virtual teams to success and must be equipped to navigate the unique challenges associated with virtual work arrangements. In this session, managers will learn how to foster high levels of communication, boost worker productivity and deepen staff engagement and commitment.
2:15 PM - 3:15 PM
The ABCs of US Insurance Regulation: Data and Compliance
Presenter(s): Ann Henstrand, ACORD; Sarah Shroeder, Rector & Associates, Inc
From the CTO/CIO on down to the newly-hired business analyst, everyone in insurance IT operations is eventually touched by regulatory requirements. Sooner or later the complex regulatory requirements which govern insurance touch planning and project management for an entity’s information needs. This presentation will help provide a basic understanding of how insurance legislation is passed, what state insurance departments care about, how regulators exercise their oversight roles, and why, with special attention to the areas where regulatory requirements touch IT and standards. The session will help you place those sometimes annoying and mysterious requests for support into a more comprehensible industry framework.
2:15 PM - 3:15 PM
Flexible Data Modeling and the Need for Data Standardization
The correct data model can produce an incredible competitive advantage for Insurance Carriers. Targeting ideal risks leads to maximizing profits, but often this requires a continuous evolution of the rating and rules data model. In today’s complex systems this can mean the need to update multiple relational database schema’s whenever any single data point changes. These relational databases are the workhorse of most systems integration, but changing an explicit SQL data model is time consuming and requires careful planning. XML on the other hand provides ideal data modeling capabilities and Intellectual Property preservation protection by maintaining all IP in a meta-data driven approach. This session explores the approach taken by one carrier to create a universal data model and successfully leverage both technologies strengths while minimizing their weaknesses.
2:15 PM - 3:15 PM
Climbing Everest - Migrating Business Processes, Applications, and Data from the Mainframe to the Web
Presenter(s): Tammy Kapeller, Generali USA Life RE; Steven Cudd, Generali USA Life RE
Hear a real world example of a company’s core system migration strategy. Through the development of a strategic plan to migrate mainframe applications and data to a new unified database that supports applications ranging from marketing, pricing, treaty, underwriting, administration, and claims, this reinsurer is improving productivity, data quality, automation, and reporting while reducing manual tasks and overhead.
2:15 PM - 3:15 PM
Cutting Through the Hype of Web 2.0 - or Who's Really Doing What
Is Web 2.0 just a lot of hype or is anyone actually using Twitter, Facebook or blogging for business success? A leading analyst presents survey information showing what's really providing value in the insurance industry and gives ideas for how to put your toe in the water.
2:15 PM - 3:15 PM
Managing the Dynamic Insurance Landscape: Enabling Growth and Profitability with a Modern Policy Administration System
Presenter(s): Don Cahalan, Marsh Consumer Connexions, a Marsh & McLennan Company; Paul Vancheri, Fidelity Investments Life Insurance Company; Deborah Zawisza, The Phoenix Companies Inc; Jeff Morton, The Phoenix Companies Inc
Today’s insurers require unprecedented agility to keep pace with rapid and often unexpected industry changes. A modern policy administration system is fundamental to achieving this objective and remaining competitive in today’s often unpredictable economic and regulatory climate. This session will discuss the key elements of modern policy administration systems and how insurers can mitigate risk during legacy system migrations to safely introduce new technologies that will ensure administration capabilities align with strategic business objectives.
2:15 PM - 3:15 PM
Impact of Recession on IT Investment and Planning
Presenter(s): Ellen Carney, Forrester Research; Chad Mitchell, Forrester Research
In this session, major research analysts will discuss insurance IT budget and spending trends. They will examine the impact of the recession on IT investment and planning, and analyze the impact of changing customer behavior and the collision with IT strategy. Hear what the most important IT trends and investments will be to create growth and efficiency opportunities for insurers.
2:15 PM - 3:15 PM
Driving Technology Innovation on a Global Scale
Presenter(s): Andrew Peel, ACE Life Insurance Company
To compete effectively on a global scale demands a constantly evolving technology platform. In this case study, a global life insurance carrier will share their experiences and approach to driving technology innovation as they addressed the challenges of a diverse global marketplace. Take away practical steps and a proven approach to implementing new enabling technology at speed and within budget
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Thursday - May 27, 2010 |
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